A Yellow Brick Road To Customer Experience Maturity

I recently posted this item from Bruce Temkin. This is an addition.

Source: http://experiencematters.wordpress.com/2009/07/13/the-yellow-brick-road-to-customer-experience-maturity

Posted by Bruce Temkin

I’ve written about how my opening keynote speech at Forrester’s Customer Experience Forum was based on Dorothy’s journey in The Wizard Of Oz. Given the story that I was telling, I presented the five stages of customer experience maturity as a yellow brick road.

As part of the discussion, I highlighted two components for each stage: 1) key focus and 2) cultural change. Since this part of my speech spanned several slides, I created this single graphic to capture the key content for my blog.

read more at http://experiencematters.wordpress.com/2009/07/13/the-yellow-brick-road-to-customer-experience-maturity

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